Summary is a written material that analyzes and studies the relevant situation at a certain stage and makes instructive experiences, methods and conclusions. It enables us to find mistakes in time and correct them. It's time to write a summary. How to write a summary is correct? The following is my summary of customer complaints, which is for reference only and I hope it will help you.
Summary of Customer Complaints 1 I. Classification of Customer Complaints
1. According to the nature of the complaint, there are effective complaints and communication complaints.
(1) Effective complaints: There are two kinds of effective complaints: users' complaints about dereliction of duty and violations of laws and regulations in the management of services, fees, fund management and maintenance. , and verified and registered by the relevant industry authorities. The user complains to the service management unit that the management unit or manager intentionally, unintentionally or negligently causes damage to the interests of the user or the public. This kind of complaint is basically not involved in our company. )
(2) Communication complaint: help-seeking: the complainant has difficulties or problems that need help to solve. Consultation type: the complainant has contacted the management department for questions or suggestions. Venting type: the complainant has some inner dissatisfaction due to dissatisfaction, injustice or misunderstanding, and asks to solve the problem. If the communication complaint is not handled properly, it will become an effective complaint, so it must be dealt with seriously. Most of the complaints we face come from these aspects. In my opinion, due to the characteristics of our industry and the customers we face, it is not necessarily a bad thing to receive such complaints, but it is beneficial to handle them well. )
2, according to the content of the complaint is divided into:
(1) Equipment complaints:
(2) Service attitude complaints:
(3) Service quality complaints:
(4) Complaints about emergencies.
Second, the psychological analysis of customer complaints
From the analysis of customer temperament characteristics, combined with weird psychology, customer temperament can be divided into four categories: choleric temperament, sanguine temperament, mucinous temperament and melancholy temperament (most data are divided into the above four categories). According to the survey, most customers who complain repeatedly belong to irritable and optimistic customers. These two types of temperament customers have high nerve activity and belong to the excited and lively type. They have high emotional excitement, poor inhibition and are particularly impulsive. Therefore, there are mainly three kinds of psychology when they complain (Dr. Hao, the ambassador of Chengdu, is a typical one):
1, let off steam. Such customers usually complain and complain with anger when receiving services, so that their melancholy or unhappy emotions can be released and alleviated to maintain psychological balance.
2. The psychology of respect. Bloody customers are extremely emotional, and they are produced in the process of receiving services.
When they are frustrated and unhappy, they always hope that their complaints are correct and reasonable. What they want most is sympathy, respect and attention, and apologize to them and take corresponding measures immediately. Most of our clients are retired and re-employed doctors in hospitals, and some of them have achieved good results in previous systems and fields. This group of people tend to have this kind of psychology because of "high competition and low competition")
3. Therapeutic psychology. The purpose of customer complaints is relief, including property relief and spiritual relief. When the customer's rights and interests are damaged, I hope to get timely remedy. The biggest remedial psychology of our medical examination center customers comes from the service mistakes of medical examination guests, such as waveform disorder caused by improper operation of our equipment.
Third, the principle of effectively solving complaints
1, fast principle
If the complaint occurs in the process of service provision, then time is very important to realize adequate remedy; Many companies have established a 24-hour response policy when complaints occur after the service is completed. Even though it may take longer to solve the problem completely, it is still very important to respond to customer complaints quickly. Customers always care about their own problems. The faster complaints are reflected, the more helpful it is to narrow down the scope and solve the problem. When we are sure that we can't solve the problem quickly, we must deal with it quickly.
Admit your mistakes, but don't make too many excuses.
Too many excuses may explain what the company wants to hide, or it is unwilling to disclose the whole situation completely. There is a saying between lovers in life that "explanation is a cover-up, and cover-up is a fact", which fully illustrates the weakness of excuses. Smart men don't reason with sensible women because there is no reason to talk about it. Similarly, rational customer service should not make too many excuses with customers. Too many excuses will only amplify the "pain" of low customer complaints.
3. Show that you understand the problem from the perspective of each customer.
Seeing a problem through customers' eyes is the only way to know what they think the problem is and what they are not satisfied with. Recipients should avoid using their own explanations to easily draw the conclusion that flood water conservancy is not conducive to blocking control.
4. Don't argue with customers.
Our purpose should be to collect factual information to reach a mutually acceptable solution to the problem, not to win the debate or prove that the customer is a fool. Arguments will hinder and interrupt listening to customers' views, and will not calm customers' anger, but will be counterproductive.
5. Identify with customers' feelings
Admit the customer's feelings in a tacit or explicit way ("I can understand why you are so unhappy"). This kind of action helps to establish a harmonious relationship and is the first step to rebuild the damaged relationship.
6. Give customers the right to question
Not all customers are honest, and not all complaints are proved to be correct. However, until clear negative evidence appears, the customer should be regarded as having sufficient reasons to complain. If a large amount of money (such as claims or legal proceedings) is involved, it is necessary to ensure a serious investigation; If it comes to
If the amount is small, it may not be worth arguing about refund or other compensation-but it is still a good idea to check the records to see if the customer has a history of suspicious complaints.
7. Explain the steps required to solve the problem.
When the complaint can't be solved on the spot, tell the customer how the company plans to take action, which can show that the company is taking corrective measures and set the customer's expectations for the schedule (so don't over-commit).
8. Let customers know the progress.
No one likes to be abandoned in the dark. Uncertainty leads to anxiety and tension. If customers know the current situation and receive regular progress reports, they will be more likely to accept the delay in processing.
9. Consider compensation
When customers don't get their service results, or encounter serious inconvenience, or suffer time and money losses due to service mistakes, the correct way is to pay or provide them with similar services. This method may also help reduce the risk of legal proceedings by angry consumers. Service guarantee usually determines the compensation method in advance. In many cases, what customers want most is an apology and a promise to avoid similar mistakes.
10, persistently regain the friendliness of customers.
When customers are dissatisfied, the biggest challenge facing the company is to restore their confidence and maintain this relationship for the future, which may require perseverance and tracking, not only to calm customers' anger, but also to convince them that the company is taking action to avoid the recurrence of problems. Excellent remedial work helps to build customer loyalty and promote customers to recommend the company's services to others.
Four, the basic quality requirements of connectors
1, moral quality-honest, rigorous and conscientious work attitude and honest, fair and decent moral quality;
2. Cultural quality-extensive knowledge and basic knowledge of interpersonal communication;
3. Psychological quality-extensive interests; Cheerful and kind; Self-confidence and open attitude; Open and tolerant;
4. Physical quality-body shape, appearance, appearance, demeanor and other qualities; Energetic, clear-headed, quick in attention and thinking, and good in memory;
5. Business quality-general technical business knowledge of our products and proficient business process knowledge of customer complaint handling.
Five, the principle of active service
1. End the service with an upward trend.
The end of the service project will be deeply remembered by customers for a long time, so it is much more important than any other link. Small contact has a disproportionate effect on customers' memory.
2. Eliminate negative effects as soon as possible.
In a series of events with positive and negative results, people are often willing to accept the negative results first, so as to avoid excessive worry and have better psychological endurance; They hope to get a positive answer in the end, which makes them feel much happier. Unhappy memories need to be weakened at the end of the service process.
3. Divide happiness and bind pain.
People's reactions to his gains and losses are asymmetric.
4. Commitment selectivity
When people believe that they can control a process, they are often in a much better mood, especially when they feel uncomfortable.
Put yourself in the customer's shoes, feel their feelings and imagine every minute they spend with you and your service project. Which process should they go through longer? Which paragraph should be shortened? Which part of the process is the most effective to distract customers? When should customers be given the freedom of choice? What procedures and etiquette can't be ignored and destroyed? What was the last service scenario that the customer took away? How do you strengthen the positive effect and benign outcome of service?
Six decompression methods in telephone communication
1, concise.
The customer is angry and not paying attention. If you are vague, it will aggravate the opposition between customers and you. Therefore, telephone operators should keep their words clear when dealing with angry customers.
2. Try to let the other person finish.
No matter what the customer's fault is, there is no reason for the telephone operator to speak louder and faster and respond to the customer with uncommon words. The correct way is to let the other person finish as much as possible.
3. Appropriate control.
We should properly control those customers who are endless, talkative and angry. You can say something positive when the other person takes a breath, such as "We are really touched by your concern for our company" or "Your time must be precious, I think …". In addition, you can also find opportunities to raise some light topics to ease each other's anger.
4. Let customers know that you value it.
When listening to customers, you should be active, serious and constantly show your concern to customers. However, it's best not to use words like "good, good, good …" and "right, right, right …" in order to avoid letting angry customers connect and say "good what" or "wrong". The correct expressions can be "I know", "I understand" and "I understand".
Don't ask customers to apologize or admit their mistakes.
Don't ask the customer to apologize or admit his mistake, even if he is rude. Because this will not help you control the dialogue process and solve the problem, but will cause more trouble.
6. Solve practical problems for customers.
Under the principle of not violating the company's regulations, solve practical problems for customers according to the company's business process norms, and constantly express to customers "I understand your feelings" and "I will try my best to solve this problem for you" in the process.
Seven, be the master of emotions
People who are good at controlling and managing their emotions can eliminate their negative effects and maximize their positive effects. This ability is necessary for anyone. We are not limited to customer service staff. People who are good at managing emotions will be more popular in the workplace and more likely to succeed in their careers.
There are six ways:
1, anger control. When you encounter angry things, first think about whether it is meaningful to be angry, then think about the consequences after being angry, and then think about whether there are other ways to replace being angry. With this idea, you can become calm and emotionally stable.
2. It's my pleasure. There are three specific ways to increase positive emotions: one is to make more friends and have fun in group communication; Second, set more small goals, which are easy to achieve and can bring pleasant satisfaction every time; Third, learning dialectical thinking can make people calmly deal with setbacks and failures.
3. Help others. Doing more good deeds can not only bring happiness to others, but also make yourself feel at ease, calm and have a better sense of security.
4. vent. When you encounter unpleasant things, you can vent your unpleasant feelings by doing sports, reading novels, listening to music, watching movies and chatting with friends, or you can cry. I usually choose running, which is very useful, or a two-hour mountain bike.
5. transfer. When one demand is blocked or frustrated, it can be made up by meeting another demand. You can also divert your emotions by distracting yourself and changing the environment. (supermarket shopping)
Step 6 relax. When you are in a bad mood, you can relax your whole body step by step and from top to bottom, or you can relax yourself through self-hypnosis and self-massage. Then smile and imagine the happy situation you have experienced, so as to eliminate bad emotions.
Customer Complaint Summary 2 What does customer complaint mean? This means that customers are not satisfied with our service, our service is not enough, we may lose these customers, and …
This chain reaction is daunting, and over time, customer complaints are regarded as a burden. In fact, customer complaints are not our nightmare, on the contrary, they are an intangible resource.
No enterprise can guarantee that its products and services will never go wrong, so customer complaints and complaints are inevitable. Dealing with customers' complaints and complaints can not only enhance customers' loyalty, but also enhance the image of the enterprise. Poor handling will not only lose customers, but also bring negative effects to enterprises. Therefore, handling customer complaints is an important issue that we attach great importance to.
The first is to deal with it quickly.
After receiving the complaint work order, we should calmly analyze the cause of the incident, make a quick judgment and deal with it quickly. After judgment and analysis, find out the problems, respond to customers with a positive attitude, and deal with them on the spot if they can. For those who can't answer at the moment, make a time commitment. No matter how progress is made in the process of handling, we should give the other party a reply within the promised time until it is completely solved and the complainant is satisfied with the handling result.
The second is to listen carefully.
After handling the complaint, we will follow up and reply to the customer to understand his satisfaction. Eliminate the negative impression of the company in the eyes of customers. Usually, when customers are dissatisfied, they often come with anger, so it is inevitable that there will be excessive behavior in words or attitudes. In this case, we must restrain ourselves, take care of each other from the customer's standpoint, and listen to his complaints kindly and carefully, so as to buffer the customer's excitement and win time for thinking. Handling customer complaints requires listening to customers' opinions carefully; Keep calm, don't refute, don't argue, don't pass the buck, don't blame customers; Apologize to customers for the shortcomings in our work and gain their understanding; When dealing with customer complaints, we should always grasp the problem of empathy and express our understanding and sympathy for customers' feelings. The second reply is an important link to build trust and make up for the mistakes caused by various reasons. It is also an important link to check and verify the quality of our work, communicate well with customers, handle well and implement well, and finally achieve customer satisfaction.
The third is to summarize and improve.
The last thing to do is to summarize the reasons for this complaint, what lessons and shortcomings should be learned from this complaint handling, and how to avoid similar situations and problems in future work.
For example, this month, our group handled complaints about basic communication, some of which were caused by weak network coverage and could not be solved for the time being. Summarize these complaints to provide basis for the location of base stations in new projects; If it can be solved by network optimization through field test, it will be arranged in the weekly plan in time; Through the situation reflected by users, it is known that it may be caused by base station failure. After checking the relevant indicators of the base station, find out the fault point and then get off the station for maintenance. Dealing with complaints in time, on the one hand, knowing the network operation in time, is helpful to solve network faults in time, on the other hand, providing users with quality services and strongly supporting the work of business departments.
Customer is the most important resource of an enterprise and the source of its survival and development. Therefore, handling customer complaints well is a powerful magic weapon to enhance customer satisfaction and loyalty.
Summary of customer complaints 3 According to the overall situation of the company's annual customer complaints in 20xx, the summary is as follows:
First, accept customer complaints.
1. The management office handles customer complaints throughout the year.
From May of 20xx to the end of 20xx, the management offices of the company reported X complaints from customers, of which X were effective complaints, X were assisted in handling complaints, and X were invalid complaints.
Among the effective complaints reported, there are X complaints about environmental sanitation, X complaints about public facilities management, X complaints about safety management, X complaints about employee management, X complaints about decoration management, X complaints about customer service, X complaints about parking lot management, X complaints about electromechanical equipment management, X complaints about maintenance service, 6 complaints about financial management, 5 complaints about club management and 3 complaints about traffic management.
According to the classified statistics of effective complaints, in 20xx, due to the unprecedented concern for life and health, environmental health complaints topped the list, accounting for 35% of the total number of effective complaints. Because the observation on the quality of public environment is concise and clear, and the customers' dissatisfaction is obvious, the public facilities management complaints rank second among the effective complaints, accounting for 13% of the total effective complaints. The third category of complaints is safety management complaints, accounting for. 12% of the total number of effective complaints, indicating that customers are paying more and more attention to residential safety. The top three complaints account for 60% of the total effective complaints.
2. Customer complaints accepted by the company throughout the year.
From May 20xx to February 20xx, 65438 * * * directly accepted 23 customer complaints and assisted the management office in handling 9 major complaints. Among the customer complaints directly accepted by the company, valid complaints 1 1, assistance in handling complaints 9, and invalid complaints 3. Among the valid complaints, there are 4 complaints about environmental sanitation management, 3 complaints about financial management, 2 complaints about employee management, public facilities management complaints 1 piece, and club management complaints 1 piece.
Second, customer complaints report inspection.
From June 20xx to February 65438+2, 2002, the company conducted 46 inspections on customer complaints and reports in various management offices in Shenzhen. During the inspection, it was found that the management offices concealed or omitted X customer complaints. For the customer complaints concealed or omitted by the management offices, the relevant management offices have been requested to resubmit or supplement the monthly customer complaints report of their own departments. Considering that 20xx is the first year of the implementation of the customer complaint reporting system, no administrative punishment has been imposed on the relevant management offices for concealing or omitting customer complaints. In the year of 20xx, the company will strengthen the management of the management office to conceal or omit customer complaints in violation of regulations.
Third, the focus of annual customer complaints.
1, bicycle loss problem.
There are many complaints about the loss of bicycles throughout the year, and some management offices also complain that several bicycles have been lost in one year. So far, the management office has not paid much attention to this and lacks effective management measures.
2. Owner's data management.
In 20xx, many owners complained that the information of business owners was leaked by the staff of the management office, which reflected that there were still loopholes in the management of customer information by various management offices.
3. Decoration management.
There is a serious formalism in the examination and approval of decoration in various management offices. If we can't take it seriously, it will leave hidden dangers for future management.
4. Sell from door to door.
After the implementation of closed management, the problem of door-to-door sales promotion has been greatly improved, but in some communities, this problem has not been fundamentally solved.
5, employee life management issues.
The staff of the management office live in the residential area, which increases the difficulty of staff management, especially in the high-end residential area, and the details of staff's life are not good, which causes the dissatisfaction of the owners. Whether it is possible to avoid the mixed living of staff in the management office of high-grade residential quarters should be a problem worthy of in-depth consideration.
6. The problem of decoration charges.
Customers have expressed more concern about the decoration cost, and the staff of the management office need to strengthen their skills in dealing with similar sensitive issues, and at the same time strengthen their familiarity with the laws and policies related to property management.
7. Service etiquette of security personnel.
There is still room for improvement in the skills and methods of security personnel in dealing with customer problems, and security supervisors in various management offices also need to strengthen training in this area.
8. Complaints about noise generated by morning exercises for the elderly in residential areas.
This year, there have been collective complaints about morning exercise noise of the elderly in many communities, and some community owners have also experienced excessive behavior of owners. Although the communication and coordination between management offices alleviated the complaints to some extent, it did not fundamentally solve the problem.
9. Management of model houses.
Although the company has formulated the relevant management system of model houses, in reality, due to the negligence of managers, the management of model houses is easy to become a mere formality, which needs great attention from all management offices.
10, parking space management.
The management of exclusive parking space has always been a difficult problem in parking lot management. A considerable number of owners' complaints have been collected this year, and so far, all management offices have failed to find proper treatment measures.
1 1, clean the outsourced connection.
Due to the trial of cleaning outsourcing in some residential areas, a large area of collective complaints from business households appeared in the connection work, and the relevant management offices took effective measures to ensure that the residential environment gradually returned to normal after three months of cleaning outsourcing.
12, condensate discharge of air conditioner.
Air conditioning condensate discharge involves a series of problems such as building construction, early intervention of property management, decoration approval, decoration supervision, public facilities maintenance and so on. How to avoid problems to the greatest extent requires managers to strictly grasp in all aspects.
13, customer dissatisfaction caused by imperfect municipal facilities.
In this year, due to the shortage of power supply, some management offices frequently suffered power outages, which caused large-scale customer dissatisfaction. The communication between the management office and the municipal power supply department did not improve significantly, and the situation improved significantly until the power supply slowed down.
Fourth, the improvement of customer complaints.
This year, customer complaint improvement is committed to process specification and record specification. Since September, the company has strengthened the improvement requirements of the process specification and record specification of each management office, and determined four basic requirements of the record specification of each management office, namely, "everything is recorded, everything is handled, everything has a result, and everything has a return visit", and monitored the implementation of the record specification through customer complaints. By the end of 20xx, the records of all community management offices in Shenzhen have improved obviously, but they are still far from the company's. In terms of process specification, all management offices began to adjust customer service processes according to the actual operation of their own management offices. Sun New Town, Cuidiwan and other management offices have made useful explorations, but most management offices have not yet formed a systematic improvement idea for this work.
Five, customer service personnel training.
In 20xx, in view of the training of the customer service supervisor in the management office, the company implemented the contact meeting system for customer service supervisors, which was held once every two months. The customer service supervisors of each management office spoke in turn, introducing the operation situation, existing problems, improvement ideas and handling skills of difficult customer complaint cases of this management office. Through the self-experience summary and mutual inspiration of customer service supervisors in various management offices, the purpose of improving customer service management and service level is achieved. In addition to systematic training, the company also gave guidance to different management offices. For those management offices that have great practical problems in customer service work, they directly participated in the customer service improvement objectives and improvement plans of the management offices.
Intransitive verb CRM operation check
According to the requirements of the group company and the actual operation of the CRM system, the company has formulated special CRM management regulations and organized more than a dozen inspections on the operation of the CRM system. However, due to frequent system failures, the operation of CRM system is unstable this year.
By the end of 20xx, each management office has completed the entry of basic customer information in CRM system according to the requirements of the group company.
Seven, the problems of customer complaints.
1. The qualification requirements of the customer service supervisor are not clear, and the job responsibilities are not clear.
2. The customer service personnel management system documents have not been established, especially the reward and punishment system and training mechanism for customer service personnel are lacking.
3. Customer service process and customer service records need to be further standardized, and there is still a serious fault in the connection between customer service work and other work in the management office.
4. There are still some shortcomings in the skills of dealing with customer complaints by all kinds of customer service personnel.
Eight, 20xx customer complaint work plan.
In 20xx, customer complaints will focus on improving the existing problems, formulating systematic management documents for customer service personnel, strengthening the qualifications and requirements of customer service supervisors, improving the skills of customer service personnel in handling customer complaints through various forms of training, strengthening the management of customer service processes and service records, increasing the rewards and punishments for all kinds of customer service personnel, realizing the vertical and horizontal two-way assessment system for customer service supervisors, and completing the overall improvement of customer service work.
Department of administration
;